Staff Development
Telephone Skills – The Art of Voice (CS in Referral Client Care)
20 mins CPD
Video
80% required to pass
Relevant for roles:
Receptionist / Client Care Advisor
Course Details
Welcome to the fourth video in our Referral Client Care series, Telephone Skills – The Art of Voice. In this training, we'll explore how to deliver professional, empathetic, and effective communication over the phone.
Since tone and word choice shape the client's experience in the absence of body language, each call presents a valuable opportunity to create a positive and memorable impact. This session covers the essential steps for call handling, from answering promptly to ensuring a warm, clear wrap-up. With these skills, you can consistently deliver exceptional service to clients and referring vets alike, even in sensitive situations.
Objectives
- Demonstrate Effective Tone and Language Use in Calls. Learners will understand how tone and word choice impact caller experience and will apply these techniques to convey warmth, empathy, and professionalism over the phone.
- Utilise a Structured Approach to Call Handling. Learners will follow a structured 12-step approach to call handling, ensuring each interaction is prompt, smooth, efficient, and leaves a positive impression on the client or referring vet.
- Manage Emergency Calls with Confidence and Sensitivity. Learners will be equipped to handle emergency calls effectively, gathering essential information, providing reassurance, and delivering clear next steps in a calm and compassionate manner.